Strengthening Digital Governance for Service Delivery

Summary

On 28 September 2023, Kosovo’s Minister of Finance of the Republic of Kosovo, and the World Bank Country Manager for Kosovo and North Macedonia, have formalized through an agreement the Kosovo Strengthening Digital Governance for Service Delivery Project. This initiative is designed to enhance the quality of selected public administrative services and improve user access. 

Details

Aim 

The primary aim of the Kosovo Strengthening Digital Governance for Service Delivery Project is to bolster digital governance in Kosovo. This includes enhancing the digital infrastructure, government institutions, and the skills necessary to provide citizen-centric services in alignment with the e-Government Strategy Kosovo 2023-2027. The ultimate goal is to transform Kosovo into a digitally modern country with an advanced digital economy and efficient public administration by 2030.  

Context 

Kosovo has made significant progress in digital reforms, yet these advancements have not translated effectively into improved service delivery for its citizens and businesses. The project recognizes that a robust digital governance institutional architecture and secure government network infrastructure are crucial for the successful digital transformation of public services. Furthermore, this initiative is tightly aligned with the e-Government Strategy Kosovo 2023-2027, which addresses the need for coordinated digitalization in the public sector, digital skills development, and ensuring government systems’ resilience to cyber threats. Cybersecurity, in particular, is highlighted as an essential component of the e-governance strategy to safeguard government organizations and systems from potential cyber threats. 

Outcomes 

The expected outcome of the project is a more efficient and citizen-centric delivery of public services in Kosovo. This will be achieved through several key outputs, including improved interoperability of government systems, disaster recovery and business continuity solutions, and shared platforms. Additionally, the project aims to expand government e-services, notably through an upgraded e-Kosova platform, and pioneer a proactive, citizen-centric approach to service delivery centred around significant life events. 

Activities 

The activities under this project encompass a comprehensive approach to digital transformation. These activities include: 

• Developing a digital governance institutional architecture
• Strengthening government network infrastructure and shared platforms 
• Enhancing the interoperability of government systems 
• Implementing disaster recovery and business continuity solutions 
• Expanding e-government services through an upgraded e-Kosova platform 
• Pioneering innovative, citizen-centric service delivery approaches tied to significant life events 
• Focusing on the development of digital skills for public officials and the broader public sector; and 
• Encouraging an innovative and open mindset, promoting cooperation with academia and international stakeholders to keep pace with the evolving digital landscape.  

Contact information

Prishtina Office:

Lundrim Aliu, +383-38-224454-1107, laliu1@worldbank.org 

Washington Office: 

Christopher M. Walsh+1-202-473-4594; cwalsh@worldbankgroup.org 

Ana Bellver Vazquez-Dodero, Lead Public Sector Specialist at World Bank, abellver@worldbank.org